ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Customer Service 131

Customer Service Customer Service Training Customer Retention Training 131

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. CX trends to implement in 2023: Additional online customer support. trillion by 2025.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Comm100

FEBRUARY 23, 2021

Juggling channels is time consuming, ineffective, and can leave your customers falling through the cracks. Free all-in-one customer engagement platform. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. All for free, forever!

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week. by Beverley Stag.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. If you want to build better customer relationships, read this article!

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Customer Retention is more important than ever. Before you can have loyal customers, you have repeat customers.

Customer Service 81

Customer Service Customer Retention Tips Brands 81

Michel Falcon Experience

JANUARY 16, 2020

If you want to earn more customers quickly you could launch a Facebook ad campaign tomorrow, send people to a landing page and begin converting some of them into customers (not as easy as that but fairly close). To create your customer experience strategy you could do a number of things (three of which are listed later in this post).

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Tips e-support B2C 62

Kristina Evey

NOVEMBER 13, 2014

A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. You need to work with your teams to engage, connect, and work with customers in a way that impresses and delights them.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

ShepHyken

MAY 25, 2020

How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. How to calculate your customer retention rate.

Customer Service 62

Customer Service Contact Center ROI Customer Retention 62

ShepHyken

MARCH 3, 2019

5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Fourth Source) Fortunately, you can improve customer retention and improve customer relationships with email marketing. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 96

Customer Service Omni-Channel Customer Retention Case Study 96

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. And how did they do it?

Customer Service 87

Customer Service Customer Retention Culture Tips 87

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 71

Customer Service Customer Retention Customer Satisfaction Social Media 71

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Customer Retention Made Easy by Samir Palnitkar. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Employee Engagement Rewards Programs 83

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. My Comment: It has never been easier to personalize an experience for your customers.

Self Service 68

Self Service Customer Service Social Media Ecommerce 68

ShepHyken

JANUARY 28, 2024

The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. The CXI evaluated those commercial organizations in four key capabilities including CX vision and strategy, customer engagement, goals and measurement, and defined processes. The numbers make the case.

Customer Service 68

Customer Service Customer Journeys Trends Study 68

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 68

Customer Service Loyalty Programs Contact Center Financial 68

ShepHyken

OCTOBER 24, 2022

(Dan Gingiss) Why do customers love certain brands but not others? Or is it strategic, based on an intentional focus on customer engagement? My Comment: My friend and fellow customer experience expert, Dan Gingiss, shares his take on a Talkwaker’s new Brand Love Index. Who doesn’t want their customers to love them?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

MARCH 21, 2022

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Donna Weber .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

MAY 12, 2019

Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. Forbes)Boosting customer loyalty is an ongoing challenge for marketers, and below are seven strategic tips for increasing engagement and strengthening customer loyalty. That’s not a bad thing. Follow on Twitter: @Hyken.

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

Stella Connect

DECEMBER 15, 2021

From the widespread practice of spreading negative word of mouth (WoM) after a poor customer service interaction to the link between poor customer service and customer retention challenges, here are four key customer support trends you need to understand to keep up with shifting consumer expectations. . #1:

Trends 75

Trends Poor Customer Service Consumers Social Media 75

ShepHyken

JUNE 11, 2018

My Comment: I’ve always believed that customer retention is about repeat business, which is transactional. Happier employees mean more engaged employees, which is good for the customer and the company. 10 inspiring podcasts to level up your customer experience on-the-go by Zarina de Ruiter. (CX

Customer Service 78

Customer Service Loyalty Tips Customer Service Training 78

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

CSM Magazine

AUGUST 23, 2022

Providing a remarkable customer experience regardless of the industry will provide future growth opportunities for your business. The ROI Value In Better Customer Service. Customer service is the lifeblood of any business. Engaging social media. Capture this data in real-time to improve customer service.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

JANUARY 23, 2017

CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. I especially love number three… that prospective customers watch how you treat current customers.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

MAY 1, 2023

How Brands Can Optimize Their Customer Retention Strategy by The Drum (The Drum) How do brands play the loyalty long-game more effectively at a time when customer retention is more important than ever? It’s one thing to get the customer to come back. Does this really work?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

AUGUST 14, 2023

How to Use SEO and CX for Better Organic Performance by Veruska Anconitano (Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. The better the service quality, the stronger the connection will become.

Company 40

Company Customer Service Call Center Telecommunications 40

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

JANUARY 27, 2020

Biometrics – A new normal for customer experience by Sarah Amundsson. CustomerThink) Biometrics are transforming the way we interact and engage with our customers. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers.

Customer Service 26

Customer Service Customer Retention Trends Airlines 26